RH Solicitors Complaints Procedure

Upon all client’s instructions they will receive a letter specific to their case and a client care letter stating the organisations complaint procedure.

Mrs Sukhraj Multani is the Complaints Handling Officer for the Firm.  All complaints will be addressed to her.

The Firm’s complaints procedure is;

a) Acknowledge client concerns/complaint, seek clarification of unclear points within 7 days and attach a copy of client complaint form and timescale procedures. Enter details in central complaints register.

b) Invite client for a meeting within 14 days of the acknowledgement and report back to the client regarding outcome of meeting 7 days thereafter. This may be longer if the complaint is complicated and any increase in timescales will be provided in advance.

c)If meeting is declined by a client, then we will provide a substantive response to client within 21 days of acknowledgment.

d) A client may choose to accept the final response within 7 days.If accepted this will resolve the complaint. If not, the client can report the matter to Legal Ombudsman within 6 months of the Firm’s final response.

e) The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which the client is concerned or within one year of the client realising there was a concern.

f)Enter the outcome of the complaint in Complaints Register

The Legal Ombudsman’s contact details are: –

Telephone: 0300 555 0333

Minicom: 0300 555 1777

Website: www.legalombudsman.org.uk

Post: Operational Support Team
Legal Ombudsman
PO Box 6168,

Email:  enquiries@legalombudsman.org.uk

The Legal Ombudsman has produced three booklets to guide you if you have a complaint. We can let you have copies on request, or you can find them on the Legal Ombudsman’s website. They are called Here to Help, How to Complain to your Service Provider, and Our Approach to Putting Things Right.

Alternatively, you may wish to resolve your dispute through Pro –Mediate or Small Claims Mediation.

If you are concerned about our behaviour and that it may be in breach of the SRA’s Code of Conduct you may contact The Solicitors Regulation Authority (SRA). You can find information on how and when to raise a concern with the SRA on the SRA website